Product Support Service Level Agreement (SLA) (2)

Support commitment
ProjectBalm will respond within 24 hours to new support requests and provide an update at least every 72 hours for existing support requests, although we will often respond much faster. We pride ourselves on the level of service we give our clients and make every effort to respond in accordance with our SLA. However, some delays remain outside of our control.

Our Product Support SLA covers ProjectBalm apps exclusively and does not cover support of Atlassian software or any third party software. We require customers to have a valid SEN (Support Entitlement Number) in order to receive support.

What standard product support includes

  • Help regarding purchased ProjectBalm apps with a valid commercial license

  • Help regarding ProjectBalm apps under evaluation

  • Help with issues during installation of ProjectBalm apps

  • Help with issues during ProjectBalm app upgrades

  • Help troubleshooting problems with ProjectBalm apps

What standard product support does not include

  • Training for ProjectBalm apps and products

  • Support for illegally installed ProjectBalm apps

  • Support related to non-ProjectBalm apps

  • Support related to ProjectBalm apps that have been retired

  • Support for Jira or other Atlassian application issues

  • Support for ProjectBalm apps in unsupported versions of Atlassian applications

  • Support for ProjectBalm apps in the environment no longer supported by Atlassian

  • The creation of scripts of any kind

How to log a support request

Support requests are logged via our Support Portal.

To help us investigate and resolve your issue as quickly as possible, please include:

  • App name and version you are using

  • Version of Jira you are using

  • All information regarding the issue including log files, screenshots, and other relevant details

  • Web browser used and its version number

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